Refunds vs Exchanges vs Store Credit
Understanding resolution options for returns and when to use each.
ReturnMate supports multiple resolution options for returns. This guide explains each option, when to use it, and how to process it.
Split refunds across payment methods, recording external refunds, additional (top-up) refunds and goodwill gift cards are covered in detail in Advanced Refunds.
Resolution Options Overview
| Option | When to use | Customer gets |
|---|---|---|
| Refund to original payment | Customer wants money back | Original payment method credited via Shopify |
| Store credit | Customer prefers flexibility, or as a policy for change-of-mind | Shopify store credit on their account |
| Gift card | Alternative credit, or goodwill when nothing is refundable | A Shopify gift card, optionally emailed |
| Replacement / exchange | Customer wants the item again (or a different one) | A replacement shipped, or an immediate counter swap in store |
Processing refunds requires the Admin role. See Users, Roles & Access.
Processing a Refund
Once an RMA is Inspected, click Resolve RMA to open the Process Refund & Stock Disposition modal:
Review the payment breakdown
The modal shows how the order was originally paid, and caps the refund at the amount actually refundable on the Shopify order.
Check the refund summary
The summary shows the item total, minus any return shipping fee and restocking fee, giving the final refund amount. Two checkboxes let you Waive restocking fee or Waive return shipping fee for this return without re-inspecting.
Choose the refund method
Options are Store Credit, Gift Card, Original Payment Method, or Record external refund (for money returned outside Shopify — recorded only, no funds move). Where the order was paid with multiple methods you can split the refund across them — see Advanced Refunds.
Set the stock disposition
Choose Restock — Return to inventory (and pick the restock location, synced with Shopify) or Write Off — Cannot be resold (with a reason).
Process
Click Process Refund. The refund is issued through Shopify and recorded on the RMA timeline.
Deductions
| Deduction | How it works |
|---|---|
| Restocking fee | A percentage set per condition tier, chosen at inspection. Configure tiers under Restocking Fees |
| Return shipping fee | Deducted when the customer bears return shipping under your policy |
Both can be waived per-RMA at inspection or at refund time.
Restocking fees never apply to fault-based returns — damaged in transit, wrong item sent, warranty and goodwill returns. ReturnMate doesn't offer a fee for these at inspection.
Store Credit and Gift Cards
Both are created through Shopify:
- Store credit is applied to the customer's Shopify account and can be spent at checkout.
- Gift cards are issued as Shopify gift cards; you can optionally email the code to the customer.
When an order has no refundable balance left (for example a return on a previous return), the resolve modal offers an Issue Goodwill Gift Card path instead — see Advanced Refunds.
In Australia, gift cards and store credits cannot expire. Check your local regulations.
Replacements and Exchanges
Counter swap (in store)
For faulty items brought into a store, a counter swap gives the customer an immediate replacement over the counter while the faulty item goes off for repair or assessment. The financial summary handles price differences (balance owing or remaining credit) and any restocking fee. See Counter Swap.
Replacement while the return is in transit
For trusted scenarios you can ship a replacement before the original arrives back. See Replace In-Transit.
Warranty resolutions
Warranty RMAs resolve through the warranty resolution flow, with options driven by the warranty determination — for example Replace Under Warranty, Repair Under Warranty, Refund, Paid Repair or Paid Replacement. Configure the available options under Resolution Options.
Trade returns
Trade (B2B) RMAs resolve as either a Credit Note or Send Replacement, which creates a free replacement order for the returned items.
Choosing the Right Resolution
Choose a refund when:
- The customer explicitly requests money back
- The item is defective or not as described
Choose a replacement or exchange when:
- The customer wants the product to work, not their money back
- You want to retain the sale (counter swap keeps them shopping in store)
Choose store credit or a gift card when:
- The customer prefers flexibility
- There's no refundable balance left on the order
- You're making a goodwill gesture outside normal policy
Once a refund is issued through Shopify, when the money appears depends on the customer's bank or card issuer — typically a few business days. This is standard payment processing, not something ReturnMate controls.